Confused about how reply to customer works

[Susan Merola]

Hi everyone. I'm working on some updates to our Jira Service Managment desk and need some help clarifying a few points.

For background on my current setup:

• I have several different aliases that all deposit emails into my one service desk. For some of the aliases, I'm using a Jira app to strip out the To alias and populate a custom field with the To information so that I can then search, filter and automate based on that field. This population is triggered by issue creation and since customers can't update submitted tickets, the app uses me as the reporter instead.
• Separately I have an automation, within Jira direclty, that populates the organization field based on the email domain from which the email was sent and I also use this field for searching, filtering and automation.

What I'm not sure about is:

• If I'm the reporter, will that affect who receives the email when someone on our team uses the Reply to Customer?
• If I'm the reporter would that have any affect on the population of the organization field?
• If the customer sends an email and copies several people from their company on the email, do those copied people also receive the Reply to Customer email?
• If someone from my team was also copied on an email, would they also receive the Reply to Customer email as well?
• If someone from my team were to initiate an email from our service desk to a customer, starting a whole new email chain, would that email then be automatically turned into an issue? And if so, I guess then organization would have to be manually populated with the correct customer organization?

Thanks for your help and for any suggestions you may have!

-Susan

[Marc - Devoteam]

Hi @Susan Merola 

To answer on what you are not sure of questions:

1. Yes, that will affect as notification email on a JSM project take the reporter as the customer. So when replying to customer to user set in the reporter field and request participants are sent the notification.
   
   Also the initial reporter of the ticket can't see the ticket on the portal if the sender of the email is not the reporter.
2. Yes, as the organisation is set to the organisation you are a member of or left as blank, if you are not part of an organisation
3. If the email subject references the work item key, members in the cc field will be listed as request participants and will receive notifications based on updates or comments on the issue, after they are listed as request participant
4. Same applies as above
5. If this email is based upon an action done on an existing issue this. would not create a new ticket. Only emails with no ticket key in the subject will result in a new ticket if mailed to the email address used by the JSM project

[Susan Merola]

Thanks Marc. So for #1 and #2 would there be a way to overcome that?

In my current setup, I use the mail handler of the app that's extracting To information. That mail handler creates the issue, populates the text field where the To info is saved, and assigns the ticket.

Could I add a Jira automation after that to look at the From details and populate Reporter and Organization correctly? Or would it be too late since Jira didn't handle the email and so the From info is lost?